Escaltion showing wrong time in ticket information dashboard

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Mazowinski
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Posts: 26
Joined: 19 Feb 2018, 14:04
OTRS Version?: OTRS VERSION 6
Real Name: Denis Kalega
Company: BRAC Finace Ltd

Escaltion showing wrong time in ticket information dashboard

Post by Mazowinski » 12 Oct 2018, 08:58

Hello team,

I have set up service level agreement for tickets with the respective first response type, response and solution time. Have configured the right timeworking hours for my calendar but system shows different time on ticket view dashboard different from what i set in the SLA. My first response time is st to 30 minutes but on ticket overview it show 1hour and 42 minutes instead

root
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Re: Escaltion showing wrong time in ticket information dashboard

Post by root » 12 Oct 2018, 10:32

Hi,

Did you configured your business hours? The calculation take them into account.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

Mazowinski
OTRS newbie
Posts: 26
Joined: 19 Feb 2018, 14:04
OTRS Version?: OTRS VERSION 6
Real Name: Denis Kalega
Company: BRAC Finace Ltd

Re: Escaltion showing wrong time in ticket information dashboard

Post by Mazowinski » 12 Oct 2018, 12:33

Yes i configured the time working hours from 8am-5pm

root
Moderator
Posts: 1567
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Escaltion showing wrong time in ticket information dashboard

Post by root » 12 Oct 2018, 14:16

Hi,

The I guess the ticket was created outside your business hours. Your 30 minutes starting at 8am.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

MurugeshOTRS
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Re: Escaltion showing wrong time in ticket information dashboard

Post by MurugeshOTRS » 03 Jan 2019, 08:36

Hi,

I am new to OTRS and currently working on OTRS 6.
Even I am facing the similar issue. We have set the Working hours to 24Hrs * 7days.
And have set the first response time , update time and solution time to 1,2 and 3 respectively for testing purpose.

But when a ticket is created, it shows 1hr 42min , 1hr 43min and 1h 44 mins respectively.
Kindly help on priority.

Thanks in advance.

Regards,
Murugesh Anand

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